부동산 우수성을 위한 고객 여정 매핑 및 VOC 전략.
저희는 아랍에미리트 부동산 개발업체 Modon과 협력하여 350개 이상의 타운하우스, 빌라, 아파트를 포함하는 36개월 프로젝트의 CX 전략을 강화했습니다. 이 전략에는 고객 여정 맵핑, 커뮤니케이션 개선, 폐쇄 루프 VOC(Voice of Customer) 시스템이 포함되었습니다.
01 —The Impact
The results, up front.
Customer-Centric Transformation: Modon was equipped with a data-driven CX strategy tailored to their unique needs and goals. Enhanced Communication: Improved touchpoints and communication strategies ensured a seamless and satisfying customer journey. Ongoing Quality Assurance: The implementation of a VOC strategy and regular mystery shopping facilitated continuous improvement. Structured Action Plan: A detailed action plan with clear responsibilities and timelines guided Modon towards exceptional customer experience.
02 — The Challenge
Where they started.
Our project began with an in-depth analysis of the common challenges faced by real estate developers and the consequences of these challenges on customer satisfaction. We provided data-backed insights highlighting the importance of a customer-centric approach and the potential positive outcomes.
03 —What We Did
The work.
Ask
Gather customer needs and expectations through surveys, feedback forms, social media, and customer service calls.
Collect
Organize and categorize feedback using software tools or manual methods.
Analyze
Identify patterns and trends within the feedback and share reports with stakeholders to drive actions.
Strategize
Collaborate with stakeholders to develop improvement plans based on feedback insights.
Deliver & Notify
Implement action plans and communicate changes to customers and the company, ensuring continuous monitoring and feedback analysis.
04 — Approach & Methodology
How we got there.
CX Consultant
05 —In Practice
Project samples.
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